Sr Provider Support Specialist

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

About The Role

OpenLoop is seeking a Sr. Provider Support Specialist to join our Medical Operations team. In this senior role, you will be the escalation point for the Provider Support team — the person who takes the provider questions no one else can answer and makes sure they get resolved. This non-clinical, provider-facing role exists for one purpose: to support providers operationally.

What You'll Do:

• Serve as the escalation point for the Provider Support team, taking provider questions and requests that are complex, non-routine, or unresolved at Levels I and II.

• Stay accountable for escalated provider requests until the provider has a resolution — coordinating with Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success, and driving those teams to act rather than handing off and closing the ticket.

• Operate autonomously across all provider support workflows, engaging your manager only for exceptions or decisions that require a policy change.

• Tailor responses within established policy when a standard answer does not fit the provider's situation.

• Act as the subject-matter expert for the team on provider workflows, systems, internal ownership, and escalation paths — the person who knows where a request actually needs to go.

• Identify patterns across provider questions and escalations, determine root cause, and propose fixes that reduce repeat volume and misrouted requests.

• Support refinement of provider support processes and contribute to runbooks, response guides, and training materials.

• Mentor Provider Support Specialists I and II consistently, providing real-time guidance.

• Provide operational coverage during assigned evening and weekend hours (CST) and participate in scheduled OpenLoop holiday and escalation coverage.

• Other duties as assigned.

Who You Are:

• 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support function (telehealth experience preferred).

• Bachelor's Degree in Healthcare Administration, Business Administration, Health Services Management, or a related field, or equivalent experience.

• Recognized subject-matter expertise in provider-facing operational support — the person others come to when the answer isn't obvious.

• Fully autonomous across end-to-end workflows; knows when a situation is a true exception versus a request to resolve.

• Demonstrated ability to see patterns across individual requests and initiate improvements that measurably reduce errors, repeat questions, or misrouted escalations.

• Consistent track record of mentoring peers and raising the quality of work around them.

• Strong working knowledge of how a clinical operation is organized — who owns credentialing, licensing, onboarding, scheduling, quality, and technology — so requests reach the right owner the first time.

• Comfortable holding the line on compliance and quality when there is pressure for a faster answer.

• Clear written communication for both providers and internal partners, including when documenting the process.

• Proficient with Google Workspace, Slack, ticketing systems (e.g., Zoho Desk), EMR platforms (e.g., Healthie), Okta, and Confluence.

• Experience supporting a multi-state, contracted (1099) provider network is a strong plus.

Our Company

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.